Customer Service

A. SUMMARY
Assists in the production of new accounts (through producers and through calls coming into the office) and the retention of existing accounts. Provides prompt, efficient, high-quality service to designated accounts in support of Producer activities.

B. POSITION FUNCTIONS
1. Responsible for gathering the information and risk management recommendations for the renewal of designated accounts sixty days prior to renewal and for delivering renewals and/or binders for designated accounts, as needed, within five days of receipt. Expected to use designated agency checklists to assist in the renewal process and exposure review.

2. Conducts periodic service calls for designated accounts (accounts that are assigned to you as well as new customers that come in as referrals, phone calls, etc. ). Follow agency procedure in conducting an analysis for coverages the client does not currently have thorugh the agency and discusses these with the client while maintaining written records in our agency management system.

3. Performs special projects at the request of designated clients after being approved by manager. Binders and/or policy or endorsement requests are to be completed within three days of date quoted to client.

4. Maintains a concern for timeliness and completeness when interacting with customers, agency and company personnel to minimize potential for errors & omissions claims. Must get back to customers/managers at the time specified, if not you must notify the person of the delay.

5. After reviewing updated client exposure survey information, obtains other renewal information from insured, and completes applications for designated renewal business sixty days before renewal date. Assists Producer(s) (if there is one assigned that particular client) as needed.

6. Reviews renewals 90 days prior to the renewal date to determine if non-standard policies can be rewritten in a standard program. Prepares rewrite applications for business through companies no longer represented at least 30 days prior to renewal. Secures and submits required renewal underwriting information.

7. Receives phone calls and office visitors requesting quotes, changes to existing coverage and/or new policies. Completes changes/requests within 24 hours of receipt. The only exception might be quotes where you follow our designated procedures discussed in sales meetings. Quote turnaround times are on a case by case basis. All current client requests (endorsements, add/delete vehicles, mortgagee requests) are expected to be completed no later than 24 hours of receipt by the agency. Determines acceptability and placement, initially with assistance from the Manager and Sales Manager, completes applications or endorsements, and collects premium when applicable using agency established procedures.

8. Required to review existing accounts to determine if additional lines of insurance should be solicited and does so by mail and/or phone prior to renewal. This is a requirement and not optional. Must use standard checklists and is expected to solicit additional lines.

9. Receives and reviews all terminations and cancellations to determine action to be taken, and takes needed action within 72 hours of receipt. If the cancellations or terminations fall on a Thursday or Friday, it must be handled the following Monday, no exceptions. Follow sales meetings guidelines when receiving any cancellation requests, must request and get the appropriate documentation as dictated by the manager.

10. Handles premium collection through form letters and requests cancellation of policies when necessary.

11. Follows up on outstanding claims and provides assistance in their resolution, as necessary. Usually the person handling the claims handles this but when that person is out or busy this task must be handled by the next available Customer Service Representative. The claims must be followed up in a timely manner.

12. Solicits expiration dates for policies not written by agency. Expectations are an average of one expiration date per client serviced. If it is a personal client, we expect the customer service rep. to solicit the expiration date of the homeowners or auto or commercial policy. If it is a commercial client, we expect the customer service rep. to solicit the expiration date of any other line of business or the clients personal home and auto.

13. Actively solicits increases in limits and/or coverages or rounding out accounts through sales to clients at every service contact. NO EXCEPTIONS.

14. Actively seeks referrals from current client base to solicit for new business prospects; follows up to generate new business using prospect database and automation system and our current client database. Expectation is five referrals per week.

15. Documents all material conversations with insureds and/or carriers regarding exposures and coverages. Must be accurately recorded in our agency management system. If it’s not accurately recorded in our agency management system then it will be considered not accomplished.

16. Performs other functions as assigned by management.

17. Expected to retain accounts. CSR workloads are distributed according to an “Alpha split” and compensation and bonus will be determined on a combination of Retention, New business, and rounding out of that portion which is assigned to you along with other subjective factors. Failure to adhere to minimums will result in dismissal. This is a sales oriented profession and anybody who cannot maintain those standards will be terminated.

18. Customer satisfaction- Expected to maintain high customer satisfaction levels. Customers must be treated with the highest level of professionalism.

19. Phone calls are expected to be returned within 24 hours. No exceptions. The majority of phone calls are expected to be returned within the same business day.

20. Phone calls must be answered within 3 rings
21. Sales Meetings – Expected to attend sales meetings which are held after work at 5pm-6pm, Monday through Thursday. Expected to take notes and implement ideas learned and assignments given during these sessions.

22. No personal calls during the workday. Any personal phone calls, whether outside the office or inside must be done on your lunch hour, before work, or after work.

23. Cell phones must NOT be kept on the desk and must be changed to silent mode while in the office. No texting during office hours. You must keep your cell phone either in the closet or in your desk drawer.

24. Adherence to agency workflows and procedures. Workflows will be audited and randomly spot checked for accuracy.
25. Greet customers by name when they walk in or over the phone so they don’t have to repeat their message. Do not ask the customer for their name in the first sentence of the conversation

Fast-paced multi-tasking environment in a constantly changing and evolving industry. You must be able to learn fast, if you are the kind of person that must be continually shown the same tasks over and over this is not the position for you.

If you are interested in applying please forward a resume along with a cover letter explaining why you should be considered for this position. Please copy and paste your cover letter and resume into the email. If you do not send a cover letter and resume you will not be considered for the position. Also please state your salary requirement in order to be considered for an interview. If you can’t follow these instructions then please do not apply because your submission will not be considered.